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Advisory Board

The ICMI Conferences Advisory Board consists of contact center executives and experts representing a cross-section of roles. The board’s responsibility includes advising the management team on the latest industry trends, challenges and discussion issues, thus creating an event developed by and for the contact center industry.

 
Lori Bocklund
Lori Bocklund

Lori  Bocklund

Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the call center industry she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori is co-author of Call Center Technology Demystified. Attendees of Lori's courses appreciate her enthusiasm, energy, and humor as well as her ability to make today's complex technology environment more readily understood. Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.

 

Michelle Braden

Michelle is the Chief Learning Officer and Vice President of Global Learning Excellence for TELUS International, the global arm of Canadian-based, TELUS Communications. Her organization of 330+ team members drives business excellence by designing and delivering formal and informal learning for functional, soft skills and leadership development to their 22,000+ team members and leaders.

Michelle began her career in Information Technology and evolved into Sales. Along the way she discovered her true passion: using learning opportunities to help others grow and be successful. With over 25 years of experience in the learning domain, she has worked in high tech, manufacturing, and BPO firms leading global teams for the past 10 years.  She leverages both her business background and sales skills to build lasting relationships with stakeholders and clients to ensure learning is continually aligned to the business.

Michelle’s greatest sense of pride comes from having developed an award-winning, business-focused global learning strategy that is fully supported by her company’s senior leadership team; one that helped drive the company’s employee engagement to an industry high of 80% in 2015 (according to AON Hewitt). All this was done while building a high-performing learning team from the ground up; a team that has recently won awards such as CLO Learning Elite, CLO Learning in Practice Strategy Award, and Honorable Mention as Call Center Week’s Best Training and Development Program.

 
Nate Brown
Nate Brown

Nate Brown

Nate Brown has had an outstanding day when he is able to help customers.  He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work.  Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities.  He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com. Opinions are his own.

 
Chuck Browne
Chuck Browne

Chuck  Browne

As a Senior Manager on Vivint Smart Home’s Customer Care team, Chuck is responsible for the daily operations and strategic growth of the organization. Chuck has been involved in the Customer Service industry for 15 years influencing a strong, customer-facing approach to service at Vivint Smart Home for 6 of those years.

Chuck co-leads a team of nearly a thousand customer service agents and leaders across three sites. In 2016 Chuck’s team successfully launched a work from home program that has rapidly expanded to over 100 agents and 4 supervisors. Chuck has played a vital role the last 6 years in the consistent improvement of Vivint Smart Home’s quality of service and operational efficiency, amidst 30%+ growth each year, an aggressive product launch schedule, and market expansion.

Chuck received his Bachelor of Science from Brigham Young University in 2012. Chuck has been married for 10 years and has two beautiful daughters. When Chuck is not in the office, he can often be found on one of Utah’s world class rivers practicing his fly-fishing or hiking trails with his family.

 

Josh Chapman

With more than 20 years of leadership experience, Josh Chapman joined MATTER as COO in March 2017. In his role, Josh is responsible for all non-sales activities at MATTER including marketing, operations, and programs.

Prior to MATTER, Josh was the CEO of GiveForward, the first personal crowdfunding site in the United States that was acquired by YouCaring in 2017. Before that role, Josh was a member of the senior management team at Cars.com through their $1.8 billion acquisition by Gannett. Josh has also spent time at Allianz Global Assistance and Conduent (Xerox) where, as a division vice president, he launched a 50 person project and built it into a $65 million business with over 2,200 employees.

A proud VCU alumni, Josh is also a published author and keynote speaker. In 2013 he was recognized with an ICMI Global Contact Center Award in the category of Best Customer Service Leader. He also serves on multiple boards and as an advisor to startups.

 
Brad Cleveland
Brad Cleveland

Brad Cleveland

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

 

Jessica Conley

Jessica is responsible for product strategy for Optum Distribution’s call centers. She assesses current and emerging marketplace needs and trends to drive product strategy and capability development for the contact center solutions and services offered to all clients driving customer acquisition, loyalty, and retention. These solutions leverage industry best practices and Optum innovations to span the continuum of people, process and technology in the health care arena.

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Vickie Friece

Vickie Friece has over 30 years of Financial Services experience, with more than 15 years specializing in Contact Center management, training, and quality assurance. She recently joined Meta Payment Services (A division of MetaBank) as SVP Operations – Service Delivery/Financial Operations; overseeing Customer Service operations and a variety of other operations departments. Vickie previously served as a vice president with Zions Bancorporation’s Client Contact Services, where she led Contact Center Training, Workforce Management, Quality Assurance and Customer Advocacy programs. Vickie works developing strategies and goals with a laser focus on enhancing the customer experience. In 2011, Vickie received Zions Bancorporation’s highest individual recognition, the Powered by People Award; and served on the steering committee for Zions’ Employee Mentoring Program, as well as the Diversity and Inclusion Council. Prior to joining Zions, Vickie spent 19 years in the mutual fund industry, where she managed operations and services departments. She holds several Financial Industry Regulatory Authority (FINRA) licenses and a Bachelor’s degree in Marketing, Management, and Political Science.

 
Bob Furniss
Bob Furniss

Bob Furniss

Bob is the Director of Bluewolf’s Service Cloud Practice and leads a team of consultants focused on improving customer service and engagement. For more than 30 years, Bob’s career has focused on the customer experience. First as a leader of company contact centers, and then as a consultant, Bob helps companies optimize customer engagement moments by creating service roadmaps, implementing CRM and improving digital channels. As a member of the National Speakers Association, Bob speaks internationally on frontline leadership and the importance of developing a customer-obsessed business culture. Based on his passion for improving customer experiences he has created a career hashtag - #ILoveThisStuff. Bob brings has worked with some of the best names in the world – FedEx, Delta, Cardinal Health, Lenovo, St. Jude Children’s Research Hospital – and more. On a personal note, Bob is a proud dad, loves photography, and has a passion for ministry in Honduras.

 

Beth Gauthier-Jenkins

Beth is Vice President of Customer Care with Gopher Sports and is an experienced customer care leader with a demonstrated history of success working in the contact center and service industries. She is highly skilled in Operations Management, Process Optimization, Budgeting, Coaching, and Performance Management. Beth holds a Master of Arts (M.A.) focused in Leadership and Management from Concordia University-St. Paul.
 
Todd Gladden
Todd Gladden

G. Todd Gladden

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. 

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized.  He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. 

He holds a Bachelor’s degree in Business Management, a Master’s in Human Resource Management and Lean Sigma Management certification.   He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP).  He may be reached at Todd.Gladden@Planmen.com

 

Patrick Louis

Patrick is a passionate and successful B2B and B2C executive with extensive experience in sales and customer service. He is a seasoned call center expert with over 25 years of experience in a variety of companies. Prior to joining lululemon, Patrick was Vice President of Sales for 1-800-GOT-JUNK?. Patrick held many senior roles in various industries from insurance (AIG), banking (ING Direct France & Canada), hospitality (Accor) to now retail with lululemon. Patrick has managed both inbound and outbound small, medium and large call center operations.
 
Erica Strother headshot
Erica Strother headshot

Erica Strother Marois

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

 
Dustie Mercer
Dustie Mercer

Dustie Mercer

Dustie Mercer joined Renaissance in March of 2015 as Director of Call Center Operations. She has a Bachelor's degree from Indiana University-Purdue University Indianapolis, and brings with her over 15 years of call center leadership experience. Her experience spans start-ups to mid sized centers, B2B and B2C, and various industries. Her commitment to maintaining employee morale and a positive work culture, she believes, directly contributes to creating the best possible customer experience.
 
Tim Montgomery
Tim Montgomery

Tim Montgomery

Tim is a regular featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals.  Tim is part of an elite group of consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA). 

Tim Montgomery is Founder and Managing Partner of Culture.Service.Growth (CSG), a San Antonio based provider of customer service and contact center solutions.  Tim’s firm grasp of real-world contact center solutions comes from nearly 20 years of hands-on operational and consulting experience.  During his career, he’s held a variety of leadership and executive positions within some of America’s most celebrated and respected companies – USAA, Coca-Cola and The Scooter Store.  His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world’s most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, AutoZone, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, AAA, Prudential, Meguiar’s, Isagenix, Department of Veterans Affairs, Erie Insurance, The Gartner Group, Amerigroup, Prime Therapeutics, DentalPans.Com, Harvard Medical School, Nationwide Insurance and many more.

Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.

His professional career also includes active duty and reserve assignments in the United States Navy. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

 
Dan Moross
Dan Moross

Dan Moross

Dan Moross is Director of Customer Experience at moo.com, an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of over 70 support specialists across two locations (London and Rhode Island, USA).

Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalized products online through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey.

 
Anne Palmerine
Anne Palmerine

Anne Palmerine

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan.  Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail.  Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats).   Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.  

She has a bachelor’s degree from West Virginia University and an MBA from the University of Pittsburgh.

 
David Perry
David Perry

David Perry

David Perry is Customer Support Manager at Clio–Legal Practice Management Software.

Armed with an acting degree and a love of beer and people, he is forging ahead in the world of customer service leadership. When not at Clio, he is fighting for craft beer consumer rights and reform in British Columbia as President of the Vancouver Branch of CAMRA BC, playing Ultimate with the Vancouver Ultimate League, or teaching ITF Taekwon-do. Find David on Twitter: @davidjp87.

 
Kristy Powers
Kristy Powers

Kristy  Powers

Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 20 years of award winning B2B and B2C expertise in on-site and outsourced contact center design, customer care and revenue development.  She is known for delivering strong and sustainable call quality, service levels, revenue gains, customer loyalty and employee engagement.

Kristy has launched three new contact centers from the ground up & re-engaged two internationally recognized centers. Currently, she leads Quality Service for Navy Federal Credit Union’s 4000 Person Contact Center.

Recently, Kristy led her team through an Evolution of Quality Service where the Contact Center moved from a scored, checklist system to one that is behaviorally based and scoreless.  The results are showing themselves in achievement of the highest levels of member experience and post call survey results as well as higher employee engagement.

Kristy is also a member of the National Speakers Association.

 

Susan Resendez

Susan is AVP, Contact Center Support at USAA. She has over 25 years of operational, workload management and leadership experience with Farmers/Zurich Financial and United Services Automobile Association (USAA), both customer service leaders in the financial services industry. With in-depth experience ranging from front line service, claims and underwriting to building and leading workload management teams across the country, she is a respected leader with a proven track record of success in project management, workload management, strategic planning and capacity planning.
 

Jennifer Richard

Jen Richard began her career in customer service over 18 years ago. Having worked in 2 completely unrelated service sectors - publishing and healthcare - she has had the privilege of working with very diverse customer segments. Jen has found that regardless of the industry, the similarities in caller behaviors (and agents) are universal. For the past 11 years Jen has been working for McKesson, and truly enjoys the role they play in healthcare and patient lives.

Jen has a Bachelors Degree in Business Administration, member of the CCNG Magnet Program and is an ICMI Certified Strategic Leader.

 

Justin Robbins

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

 
Patrick Russell
Patrick Russell

Patrick Russell

Patrick Russell is Sr. Manager, Product Marketing at inContact. He has been a leader in the contact center industry for over fourteen years working as a vendor, a BPO leader, managing an in-house operation, and as part of various contact center software companies. Patrick has a proven track record of improving processes and driving sales and service results for many companies, to include; retail, collections, hospitality, and technical support. His deep understanding of all of the contact center software components paired with real world leadership experience in the industry adds tremendous value to any organization. Patrick holds his bachelor’s degree in Accounting and spends the majority of his free time traveling or taking part in various adventure sports.Human Resource Biography goes here...
 

Joan Scazzaro

Joan is currently the Vice President, Customer Care Operations at Charter Communications. Joan is responsible for providing support for a network of 12 internal call centers and 3 outsource vendors. This support includes workforce management, reporting and analysis, vendor management, CARE quality program, quality assurance audit, social media support and customer escalation support.

Prior to joining Charter, Joan was the Outsource Manager for North America for Nokia mobile phones and provided vendor support for the in-house outsource vendor that handled all U.S. and Canadian calls related to Nokia mobile phone products. Prior to her time at Nokia, Joan worked for Capital One Financial Services as a Senior Contact Center Manager. She supported several teams of inbound customer service representatives and was also involved in several outsourcing projects including the first vendor program in India and subsequent outsource launches in Canada and the Philippines. Joan has a Bachelor’s degree in Mass Communications and a Master’s Degree in Liberal Arts from the University of South Florida. She has training in both Six Sigma and Project Management.

 

Art Schoeller

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
 
In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology.

Art has a dual B.S. degree in Computer Science and Computer Engineering from Brown University.

 

Tony Sideris

Tony is the General Manager of Contact Center Technologies at CSAA Insurance Group, a AAA Insurer. CSAA Insurance Group is a reliable auto, home and other personal lines insurance provider to AAA members in partnership with local AAA Clubs in 23 states and the District of Columbia. With over 2.5 million policies in force and over $3 billion in revenue, it is one of the nation’s largest providers of personal lines insurance.

Tony leads a team of IT professionals providing services to three contact centers across the country. His group is focused on promoting best practices in customer service delivery and the effective use of technology. Understanding and improving the employee experience as well as fostering a culture of continuous improvement are core operational values.  Tony brings more than 27 years of experience in the insurance and travel fields. From holding leadership positions of increased responsibility in sales and market management, to building multi-channel distribution strategies, to implementing contact center solutions, he is well rounded in integrating people, process and technology to deliver on business objectives. 

Tony holds a bachelor’s degree in International Business from the California State University, a certificate in General Insurance from the Insurance Institute of America, a certificate of Process Mastery from Hammer & Company and a certificate in ITIL Foundations.

 
Jeff Toister
Jeff Toister

Jeff Toister

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on Lynda.com including Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential through customer service training, surveys, and creating customer-focused cultures. Jeff is on ICMI's list of the top 50 contact center thought leaders on Twitter and was recently named one of the world's Top 30 Customer Service Professionals by Global Gurus.

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt , Customer Service Manager, Green Shield Canada

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